Patients are managing their healthcare with artificial intelligence and other solutions, with 58% of U.S. patients researching symptoms before deciding whether to schedule an appointment, according to a new report from the ZS Impact Institute.
A recent report drew insights from nearly 10,000 healthcare consumers and providers in the United States, Germany, and China. The researchers noted that this change is consistent across health systems, saying it points to a “broader breakdown of how patients seek and experience care globally.”
37% of U.S. respondents report using search engines for health information, of which 94% say they are helpful, and 18% report using AI. 89% of people who use AI to find information say it helps them.
Apart from pre-appointment research, 52% of patients in the U.S. report requesting specific medications, and 68% of healthcare providers report an increase in patients requesting treatment by name.
The report notes that the patient shift to AI is “not driven solely by availability” and is “increasing consumer dissatisfaction with healthcare.” Forty-five percent of patients in the United States avoid seeing their doctor until they are sick. 41% have not had a health checkup in three years or more. 36% will wait more than a year for a diagnosis. 29% did not receive prescribed treatment, and 54% discontinued treatment prematurely.
Additionally, 38% of respondents reported not having a primary care physician, and 30% reported that delayed diagnosis led to worsening of their condition.
The researchers included numerous recommendations for pharmaceutical companies, payers, medical technologists, and provider leaders. The report recommends that healthcare providers redesign care pathways and use AI to expand capacity and continuity of care.
“Patients are changing faster than the systems designed to serve them,” ZS principal and lead contributor John Roffman said in a statement. “AI has put medical knowledge directly into the hands of patients, but health systems still rely on the patient coming first. That model has changed. Patients are more informed and empowered. To keep patients engaged, systems must reduce friction with their own set of AI and technology tools to provide more connected and supportive care.”
